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Job Details

Order Management Specialist - Design Center (141483)

MD - Gaithersburg

  • Date Posted: Nov 24, 2020
  • Company: HOME DEPOT USA, INC
  • Travel: 0-10%
  • Functional Area: Operations
  • Position Type: Full Time
  • Relocation Provided: No



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Position Description:

Position Purpose

The Design Center is a spectacular new interactive showroom experience. Our showroom, unlike any other with endless inspiration everywhere you look, thanks to our 30+ interactive kitchen, bath, and laundry rooms. Customers will explore hundreds of products from the most innovative brands in appliances, cabinetry, fixtures and more.

The Design Center Order Management Specialist supports Customers by providing timely and accurate fulfillment of all special order and installation projects from the initial sale through project completion and ensuring complete customer satisfaction. The HDDC Order Management Specialist proactively contacts Project Managers to keep them informed of the status of the install, any preparation required for install, and any other information regarding the customers Install Project. This position responds to customer calls when there are questions and concerns with Special Orders and Installations. This position is directly responsible for creating, maintaining and improving relationships while interacting with customers and other Home Depot associates, daily. The Order Management Specialist responds to customer calls when there are questions and concerns with Special Orders. The Order Management Specialist contacts vendors and service providers to establish shipments, inquire about availability, product receipts and place any re-orders. This position will interact with HDDC Project Managers, vendors, installers, associates in the store, trucking/shipping companies and the customers to ensure excellent customer service is achieved. Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions or reporting conditions to the Manager. The associate will work safely, as not to endanger themselves, co-workers, vendors, or customers.


Major Tasks and Key Responsibilities

90% Customer Service

-Utilize all available tools to receive, review, respond and update information

-Document all Project Manager/Service Provider/Vendor/Delivery Agent interactions in the computer system for tracking

-Confirm scheduled appointments by validating appointment date/time, address, phone number and project qualification

-Reschedule appointments & cancel when appropriate

-Answer inbound calls from customers who have been referred through a store associate, internet lead or other source

-Cooperate with Associates, Project Managers, Supervisors, and Managers, and completes work activities, as assigned

-Resolves customer complaints or involves the appropriate Project Manager/Manager to ensure customer satisfaction


10% Self Development

-Proactively seeks knowledge on all HDDC products and services

-Routinely develops skills in related areas of expertise

-Maintain awareness of daily, weekly, monthly sales reports


Nature and Scope

Typically reports to HDDC Supervisor

This position has no direct reports

Typically less than 10% travel


Physical Job Requirements

Most of the time is spent located in a comfortable indoor area with frequent opportunity to move about. There may be exposure to mild physical discomforts from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or lights


Working Conditions

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

May encounter an uneven walking surface due to temporary cracks in the floor

May have exposure to dust, gas fumes emitted by power equipment, and noise

May be exposed to external weather conditions, drafts and interior temperature changes, and slippery floors

May handle merchandise, supplies, and tools with sharp edges or that contain hazardous materials


ESSENTIAL SKILLS:

Minimum Requirements

Must be 18 years or older

Must be legally permitted to work in the United States

The knowledge, skills and abilities typically acquired through the completion of a High School Diploma or GED

Ability to work a flexible schedule, including evenings and weekends

Years of Relevant Work Experience – 2

 
Preferred Qualifications

3+ years of Customer Service experience

Ability to work in a fast-paced environment

Ability to work independently and with a team

Strong verbal and written communication skills

 
Competencies

Customer Focus

Drives Results

Communicates Effectively

Collaborates

Action Oriented


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.